Printer not printing? First things first.....
1. First step is to restart the PC and Printer that is experiencing issues.
2. Check everything is connected properly.
3. Check tickets are in the printer (and are the correct orientation).
If you are still having issues once you have restarted the machine and checked all connections there are some initial checks that you'll want to get out of the way:
- Is TS Connect / QZ Tray installed and running?
- Is the printer showing as online in devices and printers?
- Is the correct print profile selected in Ticketsolve?
- Is Ticketsolve communicating with TS Connect / QZ Tray?
- Is there anything in the print queue?
- Do test prints get sent to the printer?
- Is the print spooler running?
Is TS connect / QZ Tray installed and running?
1. First of all check that either TS connect or QZ are installed. Check in the System Tray (Windows) - click on the ^ towards the bottom right of the screen, and look for the "TC" icon.
2. If it's not there, search the computer for the Ticketsolve Connect app or the QZ Tray app, which it is sometimes called. (You can usually find it in C:\Program Files\Ticketsolve Connect) and double-click the icon to start it.
3. Once you have found the folder go into the folder and start the application file. You should now see it in system tray.
4. Refresh your browser and try to print again.
5. If you cannot find either TS Connect or QZ Tray you will need to download it, install it and run it following the above instructions. You can download the latest version of TS Connect from the links on this page.
Is the printer showing as online on the device?
1. Make sure printer is connected and switched on.
2. If it is connected and switched on but it still isn't showing as online you will need to either contact your IT or the suppliers of your printer to help install it correctly.
Is the correct print profile selected in Ticketsolve?
1. Go to Ticketsolve and into Settings > Printer Profiles.
2. Select the desired Profile.
3. In the details on the right hand side, check that the correct printer is selected from the dropdown.
4. Click the T icon in the main menu.
5. Go to the Printer Selection icon.
6. In the Select Printer dropdown, make sure that the correct Printer Profile (as checked above) is selected.
7. Ensure that "Manual print (PDF)" is not ticked.
Is Ticketsolve communicating with TS Connect / QZ Tray?
First of all restart the browser, if that doesn't work go through the checks below:
1. Check that www.ticketsolve.com is in the allowed list, to do this click on the Ticketsolve Connect icon in the taskbar and go into "advanced" then select "site manager".
2. In Site manager make sure that www.ticketsolve.com is in the allowed section and not the "blocked" section, if it is in the blocked section remove it by selecting it and clicking the red minus symbol under the entry.
3. If www.ticketsolve.com is not listed in the allowed sites then go into printer profiles within Ticketsolve (under the settings section) select a printer profile and click the pencil icon to the right of the printer drop down.
4. This should open a window saying "action required" and has the option to allow or block with a tick box that says "remember this decision".
5. Tick the box and then click allow.
Is there anything in the print queue ?
1. To check this select the printer that you are trying to fix on the device.
2. Select "see what's printing" if there are documents in the queue then click "printer" and then click "cancel all documents"
Do test prints get sent to the printer?
1. Right click on the printer on the device and select "properties" in the general tab click "print test page"
2. If no test ticket is printed then the issue is with the printer itself, someone on site with the printer will need to make sure it is connected properly and there are no paper jams.
Is the print spooler running?
1. Open Services:
Press Windows key + R to open the Run dialog.
Type services.msc and press Enter. This will open the Services window.
2. Find Print Spooler:
Scroll down or use the search bar to locate "Print Spooler" in the list of services.
3. Check Print Spooler Status:
Look at the "Status" column for "Print Spooler". It should say "Running". If it's not running, it will say "Stopped".
4. Restart Print Spooler:
Right-click on "Print Spooler" and select "Restart" from the context menu. This will attempt to restart the Print Spooler service.
5. Start Print Spooler (If it's Stopped):
If the Print Spooler is not running, right-click on "Print Spooler" and select "Start" from the context menu. This will start the Print Spooler service.
If there are still issues once you have gone through the above checks then we will need remote access to diagnose the issue, for this we would recommend using TeamViewer. If you do not already have TeamViewer then you can download it for free.
FAQ Trouble shooter
- Nothing is printing, but I don't see any error messages or the message "unable to connect to QZ" or "unable to connect to Ticketsolve Connect" is showing
- When trying to fast print, Chrome is opening/downloading the order as a PDF
- Message saying "Order marked as printed" but nothing is printing
- Error message "connection blocked by client"
- The printer is cutting the stock after every ticket is printed
- Blank tickets printing in between correct tickets
- Ticket text misaligned / printing blank tickets
- Text on tickets printing upside-down
- Text on tickets is printing too large or diagonally
- Text on tickets is pixelated
- Error when printing large orders / batches with a Stimare
- Firewall blocking TS Connect / QZ Tray
Nothing is printing, but I don't see any error messages
or
The message "unable to connect to QZ" or "unable to connect to Ticketsolve Connect" is showing
Follow the above instructions to check that TS Connect / QZ Tray is installed and running. If not, it will need to be downloaded and installed.
If TS Connect / QZ Tray is installed, restart the device - it may start again after a restart. If it still is not running after a restart:
1. Check that only one version of TS Connect / QZ Tray is running on the device (Important: Both TS Connect and QZ Tray (or just QZ Tray are required if the device is printing AND using an integrated cash drawer). If two versions are running (and an integrated cash drawer is not being used) uninstall the older version.
2. Ensure TS Connect / QZ Tray opens automatically on start-up:
- Go into System Tray, and right-click on the TC logo - click "Automatically Start" - if you check again, this should now be ticked.
- Create a shortcut to TS Connect - put it on the desktop for now
- Go to Run and enter `shell:common startup`
- Drag your TS Connect shortcut into the folder - you may need admin password, it should look something like this when done:
If you are experiencing issues around TS Connect not starting up in a multi-user scenario - please see the Windows User Switching section of our technical guide.
When trying to fast print, Chrome is opening/downloading the order as a PDF
1. Click the T icon in the main menu of Ticketsolve.
2. Go to the Printer Selection icon.
3. In the Select Printer dropdown, make sure that the correct Printer Profile is selected (see instructions above for more information).
4. Ensure that "Manual print (PDF)" is not ticked.
Message saying "Order marked as printed" but nothing is printing
Make sure that your browser is up to date, and (ideally) Google Chrome, as that is what Ticketsolve is optimised for. For more information, view our minimum browser requirements for TS Connect.
Error message "connection blocked by client"
This means that Ticketsolve Connect / QZ Tray is been blocked (probably unintentionally) from connecting.
When you try to fast print for the first time, a dialogue box will appear:
Make sure to click "Allow" and "Remember this decision".
If this isn't ticked, or later on a user accidentally blocks it, you need to allow it to connect following the instructions above.
The printer is cutting the stock after every ticket is printed
You will need to check the Cut/Present setting in the Printer Properties and change it to cut at the end of the document instead. Follow the instructions here on setting the Printer Defaults.
Blank tickets printing in between correct tickets
The most common reason that this happens is that there is dust or similar on the sensor which reads the black marks on the underside of the ticket, or the ticket is not aligned correctly with the sensor.
1. Did the issue occur after you got new ticket stock? If your ticket stock has been updated, you will need to read the guide on setting the correct paper size for ticket stock on your printer.
2. Open up the printer, remove the stock, and clean the printer using a can of compressed air to remove any dust and paper scraps from the sensor.
3. Check that the metal paper gauge sliders inside the printer is lined up flush with the edge of the tickets (if there is any leeway, the ticket can drift off the sensor and spit out blank tickets).
If the above options do not resolve the issue, you will need to contact your printer manufacturer.
Ticket text misaligned / printing blank tickets
It is important that ticket size and form settings be consistent throughout both Ticketsolve and the printer settings. Ticketsolve Connect is more sensitive to any errors or discrepancies in printer set-up so is more likely to pick up on any incorrect settings that may not have been evident previous to QZ printing being enabled.
1. First, get the measurements of the ticket stock in millimetres; height and width (including the stub). Once you have the correct sizes you will need to check:
- Width and Height of the "template data ticket" setting (and other template tickets for printing).
- Width and Heigh of the Printer profile (note that width and height here are reserved).
- Printer Properties and Paper Size on the device
For full instructions, read the guide on setting the correct paper size for ticket stock on your printer.
2. If the ticket text is still misaligned and the printer in use is a BOCA, this may be due to a known BOCA misalignment issue. Where smaller ticket stock is used than the maximum possible, some BOCA don't correctly print. By increasing the generated PDF width to the maximum BOCA width and also specifying the same width in size sent to Ticketsolve Connect tickets are printed correctly. As correctly sized PDFs are still required for manual printing and for other BOCAs without the misalignment issue the size readjustment is dynamic and set for individual printers in their Printer Profile.
For example a common Printer Profile size would be:
{
"size": { "width": 50, "height": 140}
}
And with the size adjustment:
{
"size": { "width": 50, "height": 140},
"sizeAdjustment": { "width": 102, "height": 140 }
}
To prompt a Size Adjustment in your printer profile:
- In Ticketsolve, go to Settings > Printer Profiles.
- Select the relevant Printer Profile.
- In 'Options', you will see a line of coding depicting the size settings of your ticket printer's configuration e.g. "size": {"width": 50, "height": 140},
- Perform a carriage return after the final comma in the above line.
- Input "sizeAdjustment": {"width": 102, "height": 140},
- Please note this is case-sensitive, and the sample "height": 140 is to be changed to reflect whatever your current height settings are.
- It is important to note that each line of code here must end with a comma "," except for the last line of code before the final close bracket.
- Save your changes, refresh your browser and try printing again
Text on tickets printing upside-down
The first thing to check is if you are manual printing via Google Chrome as your PDF viewer. If you are, this is why your tickets are upside down.
1. Ensure you have a PDF document viewing program installed (preferably Adobe Acrobat Reader DC, available here: https://get.adobe.com/uk/reader/).
- Click the settings button in Chrome, identified by the vertical parentheses in the top right-hand corner of the browser.
- Go to Settings > Privacy and Security > Site Settings > Additional Content Settings > PDF documents.
- Make sure Chrome is set to "Download PDF files" instead of automatically opening them in Chrome.
- Return to Ticketsolve and manually print an order as a test.
- Chrome will download this order as a PDF, which will appear in a pop-up toolbar at the bottom of the screen.
- Click on the ^ icon next to the file name and select 'Always open with Acrobat Reader DC'. Chrome will then remember this as the default PDF viewer program.
- Open the file and manual print from Acrobat Reader. Your tickets will now be facing the right way up!
2. If you are fast printing direct from Ticketsolve using TS Connect / QZ Tray, you may need to set 'rotation' to zero or as required on the Printer Profile:
- 1. In Ticketsolve, go to Settings > Printer Profiles.
- 2. Select the relevant Printer Profile.
- 3. In Options, change the rotation to 0:
-
{
"rotation": 0,
"rasterize": false,
"colorType": "color",
"size": {"width": 50, "height": 140},
"base64": true
}
Text on tickets is printing too large or diagonally
1. In Ticketsolve, go to Settings > Printer Profiles.
2. Select the relevant Printer Profile.
3. In 'Options', add '"scaleContent": true' to printer profile, e.g.
{
"rotation": 0,
"rasterize": false,
"colorType": "color",
"size": {"width": 50, "height": 140},
"base64": true,
"scaleContent": true
}
It is important to note that each line of code here must end with a comma "," except for the last line of code before the final close bracket.
Text on tickets is pixelated
1. In Ticketsolve, go to Settings > Printer Profiles.
2. Select the relevant Printer Profile.
3. In 'Options', set "rasterize" to false, e.g.
{
"rotation": 180,
"rasterize": false,
"colorType": "color",
"size": {"width": 50, "height": 140},
"base64": true
}
Error when printing large orders / batches with a Stimare
1. Is Mass Storage enabled on the printer? If so, disabling this may resolve things.
- You can disable Mass Storage by opening the SETUP.INI file on the printer's Flash Drive and changing the USB Mass Storage setting as below (highlighted in red).
- USB Mass Storage = 0
// 0 = Disabled
// * 1 = Enabled - Afterwards, click File > Save
- The Flash Drive will unmount from your PC.
Please note: if you are running Windows 10 this can sometimes cause a copy of the driver to be created. In this case, you will need to remove the copy and re-instate the driver page size and settings.
Firewall blocking TS Connect / QZ Tray
1. In Ticketsolve, go to Settings > Printer Profiles.
2. Select the relevant Printer Profile.
3. In 'Options', add " "base64"=true " to printer profile, e.g.
{
"rotation": 180,
"rasterize": false,
"colorType": "color",
"size": {"width": 50, "height": 140},
"base64": true
}
It is important to note that each line of code here must end with a comma "," except for the last line of code before the final close bracket.
None of these solve my query
You will need to either contact Ticketsolve Support, your IT team or your printer manufacturer. As a general rule of direction:
- If you can manual print (i.e. via a PDF) then contact Ticketsolve Support.
- If you cannot print at all (i.e. not from a PDF or Word doc etc.) then you will need to contact your IT team or the printer manufacturer first.
TS Connect Download Links
Windows - this version includes Java
Mac - this version includes Java
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